Ecobank Strengthens Its Customer Experience Strategy Through Long-Term Partnership with RightCom

A trusted partnership built over years of collaboration, Ecobank continues to rely on RightCom, Africa’s leading Customer Experience management company, to enhance its service quality, customer engagement, and operational excellence across the continent.

Since the beginning of their collaboration, the relationship between Ecobank and RightCom has been anchored in a shared vision: delivering exceptional, human-centered, and data-driven customer experiences in the banking industry.

A Partnership Rooted in Trust and Innovation

For several years, Ecobank has leveraged RightCom’s technology and expertise to monitor, analyze, and continuously improve customer satisfaction at every point of contact — from branch visits to digital interactions.

Through RightCom’s CX solutions, Ecobank has been able to:

• Measure customer satisfaction and feedback in real time across multiple markets.

• Identify areas for improvement and implement immediate action plans.

• Empower teams with the insights needed to make every customer interaction meaningful.

• Strengthen its position as one of Africa’s most customer-focused financial institutions.

“RightCom has been a trusted partner over the years. Their expertise helps us stay close to our customers’ needs, ensuring that every experience with Ecobank is efficient, transparent, and memorable.” — Ecobank

Continuous Results, Lasting Impact

The long-term partnership has generated measurable results across Ecobank’s regional network:

• Consistent improvement in Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

• Enhanced visibility and coordination between customer service teams in different countries.

• Faster decision-making based on real-time customer insights.

This collaboration demonstrates how data, technology, and trust can combine to deliver continuous improvement in customer experience across a complex, multi-market ecosystem.

RightCom: A Trusted CX Partner Across Africa

With its suite of intelligent solutions—RightSurvey, RightDesk, RightQ, and RightData—RightCom empowers organizations like Ecobank to manage customer interactions seamlessly, monitor satisfaction in real time, and turn insights into strategic action.

Discover RightCom’s solutions

About Ecobank

Founded in 1985, Ecobank Group is the leading pan-African banking institution, serving over 30 countries with innovative financial solutions and a strong focus on inclusion, technology, and customer-centricity. The Group continues to set the standard for banking excellence across Africa.

About RightCom

Founded in April 2013, RightCom is the leading Customer Experience (CX) management company in Africa. It provides a complete suite of cloud-based solutions to measure, analyze, and enhance customer satisfaction in real time.

RightCom goes beyond software. It also offers strategic consulting and CX-focused services, including:

• Sales as a Service

• Agent Network as a Service

• Customer Care as a Service

With intelligent tools and field-tested expertise, RightCom helps organizations turn every customer interaction into an opportunity for engagement, loyalty, and sustainable growth.

With physical presence in 6 countries and operations in over 30 markets, RightCom serves some of the most demanding industries and has become the go-to customer experience partner across Africa.